Senior Customer Success Manager

At PayPal (NASDAQ: PYPL), we believe that every person has the right to participate fully in the global economy. Our mission is to democratize financial services to ensure that everyone, regardless of background or economic standing, has access to affordable, convenient, and secure products and services to take control of their financial lives.

**Job Description**:
Key Experience
- Minimum 4 years of customer success or account servicing experience with complex, enterprise solutions to Fortune 1000 companies; 10+ years preferred
- Multi-year track record of over-achievement
- Proven track record of successfully managing multiple customers, developing opportunities, and exceeding new business targets
- Proven consultative sales abilities and proven ability to work well in a matrix environment, collaborating across multiple departments and influencing all levels within an organization
- Experience creating and updating 1-2 year communication plans to grow merchant relationships, including using internal reporting and identifying opportunity for improvement and enhancement
- Bachelor’s Degree or relevant experience required
- Prior payments knowledge preferred
- Success in a start-up experience and/or sales role a plus

**Responsibilities**:

- Develop strategic relationships with merchant decision makers, including CTO and product owners
- Partner with merchant to develop strategy, build trust, and demonstrate value of PayPal
- Develop Customer Success Plans with key merchant contacts
- Develop and facilitate Quarterly Business Reviews with merchants
- Proactively deliver value to merchants through ongoing use and optimization of existing products - Advocate for merchant with internal teams, including product, technical support, etc
- Manage existing portfolio growth by reviewing merchant operating model and identifying expansion opportunities
- Lead pass revenue-bearing opportunities to sales
- Drive merchant retention through ongoing relationship management and churn mitigation/negotiation
- Provide reactive servicing for production outages, refund approvals, brand risk product escalations, chargeback adjudications, etc.
- Address compliance, risk, and regulatory concerns, field incoming reporting and reconciliation questions, and address questions and complete formal analyses on declines and interchange
- Complete periodic underwriting review - Manage cross-functional teams (including TAMs) to execute servicing needs

Key competencies of a Customer Success Manager
- Trusted advisor and proactive partner
- Ability to build strategic working relationships
- Value delivery
- Strong planner / organiser
- Ability to communicate, listen, and influence
- Adaptable / quick learner
- Strategy, product, and technical acumen and expertise

Our Benefits:
At PayPal, we’re committed to building an equitable and inclusive global economy. And we can’t do this without our most important asset—you. That’s why we offer benefits to help you thrive in every stage of life. We champion your financial, physical, and mental health by offering valuable benefits and resources to help you care for the whole you.

Who We Are:
As part of PayPal’s commitment to employees’ health and safety, we have established in-office Covid-19 protocols and requirements, based on expert guidance. Depending on location, this might include a Covid-19 vaccination requirement for any employee whose role requires them to work onsite. Employees may request reasonable accommodation based on a medical condition or religious belief that prevents them from being vaccinated.